[KBA-00983] How to Troubleshoot Doors that Do Not Respect Unlock Schedules or Access Decisions
This article describes basic troubleshooting steps to investigate issues with doors not respecting their unlock and access schedules.
This guide is intended to assist troubleshooting issues where doors do not grant access to users, do not unlock during planned unlock schedules, or do not lock at the end of an unlock schedule.
Door Does Not Open on Access Granted Event
1. In Config Tool, go to the Tools menu (SC 3.0, 4.0, 5.0) or the Home page > Tools (SC 5.1) and select the Access Troubleshooter. In the Access Diagnosistab, populate the door, cardholder and time concerned. Check that no rule is denying access.
If you get an Access Denied message and access should be granted, please follow KBA 770
2. Go to the unit’s webpage by using an Internet browser and entering this address: http://ip.address.of.unit. On the unit status page, activate the strike relay by clicking on the 1 besides the icon. Does the relay click at the door? Does the door open?
3. Using the Security Desk door widget , explicitly unlock the door. Does the door open?
4. Using the same widget, do a manual override to unlock the door for 5 minutes. Does the door open?
5. Check the strike relay with a voltmeter to see if there is a change of voltage on an Access Granted event.
If any of the above situations result in the door not opening, or voltage does not change, the problem is likely to be the hardware or the wiring.
Door on Unlock Schedule Remains Locked/Randomly Locks during the Schedule
Note: If your unit is not a V1000, start at Step 2
1. If it is a V1000 controller, check the firmware version, either on the Properties page of the unit in Config Tool, or in System Status on the unit’s webpage. If you are running 22.214.171.124, refer to KBA 593. It is a known issue with a firmware patch.
2. Synchronize the unit. Does the door unlock after the synchronization?
3. Create a new unlock schedule and attach it to the door to replace the one currently there, and synchronize the unit. Does the problem persist?
4. Hotfix solutions (available by requesting them from a GTAC representative):
a. If running Security Center 3.0 SR1, install hotfix 812. This should be done with the assistance of GTAC as there are a number of required registry entries to be created in order for it to function.
b. If running Security Center 4.0 SR1, install hotfix 853. This should be done in conjunction with GTAC as there are important limitations to be aware of before deploying this hotfix.
c. If running Security Center 5.0 GA, install hotfix 887.
Note: All hotfix applications will require restarting the Access Manager, which will cause all access control units to go offline for the duration, and to synchronize when they connect again.
5. Go to the unit’s webpage and, on the unit status page, activate the strike relay (see instructions in step 2 of Door Does Not Open on Access Granted Event section above). Does the relay click at the door? Does the door open?
6. Is the LED on the reader red or green?
7. Using the Security Desk door widget, explicitly unlock the door. Does the door open?
8. Using the same widget, do a manual override to unlock the door for 1 minute. Does the door open?
9. Also try putting it as “unlocked for maintenance” – does the door open then?
10. Delete the unlock schedule in the door’s Unlock Schedules tab, wait a couple of minutes, and try entering with a valid credential. Is access granted with the door opening normally?Door Remains Unlocked when It Should Be Locked
1. Repeat steps 6 through 8 of the above section, trying to lock the door explicitly instead of unlocking.
2. Synchronize the unit by going to the unit's synchronization tab and clicking Synchronize now. Does the door lock after synchronization?3. Is there a REX configured on the door? If so, check the monitoring events in Security Desk for the problem door and see if there are a lot of Request to Exit events without any actual people triggering the REX. It may be constantly active and thus triggering the strike relay. To do so, open a monitoring task in Security Center and add the door to the Entities tab. All events related to that door should show up in the Events window to the right.
4. If you are using an exception to the unlock schedule, try deleting and re-creating that locking schedule in the door's Unlock Schedules tab. If you are still facing issues following these steps, please contact GTAC for further assistance.
If you are still facing issues following these steps, please contact GTAC for further assistance.